Complaints

This profile includes complaints for Big Sandy Superstore's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Sandy Superstore

  8375 Gallia Pike Franklin Furnace, OH 45629-8989

  
• 

  Big Sandy Superstore

  1000 Liberty Park Dr Hurricane, WV 25526

  
• 

  Big Sandy Superstore

  3528 Maple Ave Zanesville, OH 43701

  
• 

  Big Sandy Superstore

  2048 Marion-Mt Gilead Rd Marion, OH 43302

  
• 

  Big Sandy Superstore Dayton

  2400 Miamisburg Centerville Rd. Dayton, OH 45459

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sectional 7/3/2022. We noticed a ripped cushion and requested repair 7/25/22. Part/repair not available until 9/2022. 11/23/2022 we noticed the fabric on another cushion was unraveling and requested service/repair. 11/25/22 we noticed another cushion was ripped. We went into the store with the cushions that were in need of repair and spoke to the sales manager and general manager. We expressed our frustration and disappointment with the quality of the furniture and requested a refund or at the very least an exchange. We were informed they did not have the authority to approve this and that we would need to go through the service department for repair. An estimated arrival time for repair is not provided until the evening before the scheduled appointment. This does not allow enough time to request only a certain amount of time away from work, so an entire day of work is missed for furniture repair. We were also informed at this time that this store offers bronze, silver and gold level furniture. On 1/24 we noticed and reported 2 other cushions were unraveling. This was added to the original work order from 11/2022 which has yet to be scheduled. Today we were informed there were no supervisors available when we asked to speak to someone regarding a refund/exchange and repair delay. We are requesting a refund or exchange. The furniture was purchased less than seven months ago and we have already had to submit five work orders. Only of one those work orders has been completed.

  Business Response

  Date: 01/31/2023

  Dear Mediator,

   The MFG warranty is repair warranty, we are contractually obligated to repair the merchandise. Once a product is accepted into the customers home, the Service Department is to make the needed repairs should an issue occur. Our records indicate that the repair is scheduled February 8, 2023.

  Customer Answer

  Date: 02/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** *****

  The service repair scheduled for 2/8/23 was canceled as all of the parts were not available as reported.  When we called to schedule the service/repair on 1/31/23 we were informed that all needed parts were in stock.  We inquired if parts for the request submitted 1/24/23 were in stock and the customer service agent stated " Yes, you got lucky.  We just happened to have all the parts needed."  We contacted the service department again on 2/2 to ensure all parts were available as we were not asked to send in pictures of the cushions when the 1/24 request was made. We were told all parts were in.  We then asked if we could be provided with a time frame for repair on 2/8 in order to schedule around our work schedules.  We were told this was computer generated and we would receive a text the evening before with a time frame.  We explained this does not allow enough time to request time off work or schedule work activities.  We asked to speak to a supervisor and were told supervisors were also unable to provide or schedule specific time frames.  A supervisor called later and we again inquired if all needed parts were available.  The supervisor reported the parts for the 1/24 repair request were not available as promised.  The service/repair was canceled in order to wait for all the parts to be available so that we would not have to miss another day of work for furniture repair.  The supervisor then informed us  she was able to request that our repair would be scheduled between 9am and 12pm.  It seems as though Big Sandy was quick to schedule a long awaited service repair upon receiving the original  complaint.  All of the needed parts were not available as reported multiple times.  We are requesting to see a copy of the contract with the manufacturer that obligates Big Sandy to repair furniture instead of offering a replacement.   The response is rejected due to the furniture's poor quality ( 5 repairs needed after less than 7 months) and all parts were not available.  

   

  The service repair scheduled for 2/8/23 was canceled as all of the parts were not available as reported.  When we called to schedule the service/repair on 1/31/23 we were informed that all needed parts were in stock.  We inquired if parts for the request submitted 1/24/23 were in stock and the customer service agent stated " Yes, you got lucky.  We just happened to have all the parts needed."  We contacted the service department again on 2/2 to ensure all parts were available as we were not asked to send in pictures of the cushions when the 1/24 request was made. We were told all parts were in.  We then asked if we could be provided with a time frame for repair on 2/8 in order to schedule around our work schedules.  We were told this was computer generated and we would receive a text the evening before with a time frame.  We explained this does not allow enough time to request time off or schedule work activities.  We asked to speak to a supervisor and were told supervisors were also unable to provide or schedule specific time frames.  A supervisor called later and we again inquired if all needed parts were available.  The supervisor reported the parts for the 1/24 repair request were not available as promised.  The service/repair was canceled in order to wait for all the parts to be available so that we would not have to miss another day of work for furniture repair.  The supervisor then informed us  she was able to request that our repair would be scheduled between 9am and 12pm.  It seems as though Big Sandy was quick to schedule a long awaited service repair upon receiving this  complaint.  All of the needed parts were not available as reported multiple times.  The response is rejected due to the furniture's poor quality ( 5 repairs needed after less than 7 months) and all parts were not available. 

  Business Response

  Date: 02/14/2023

  Dear Mediator,

   We had our inhouse technician review the pictures sent in by the customer. He feels that the additional parts ordered will resolve all of the issues that the customer is experiencing. The MFG warranty is a repair warranty. We are contractually obligated to repair the product once it is accepted into a customer's home.

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** *****

   

  The response from Big Sandy does not resolve our complaint.  The quality of the furniture is poor and unacceptable.  When the furniture was accepted into our home, there were no visible issues.  We contacted Travis at Big Sandy when the furniture had been in our home less than one month with a repair request and to express our dissatisfaction with the quality of the furniture.  At this time we requested a refund, exchange or in store credit.   We have been addressing the same repair/service  issues since July 2022 with no resolution.  We have been given false information when trying to schedule repair/service and were told parts were available only to find out that the parts had not yet been ordered.  The needed parts are still not available. 

    Please refer to attachments to review the sales invoice which includes terms and conditions  of sale.  Please note the highlighted sentence stating "there will be no exchanges without manufacturer's consent."  Due to the poor and unacceptable quality of the purchased furniture, we are requesting manufacturer's consent for an exchange or at the very least an in store credit.  We believe the attached photos of two of the needed repairs speak for themselves.  The fact that we have had to make 5 service/repair requests in less than 7 months  also speaks to the poor quality of the furniture. 

  Business Response

  Date: 02/27/2023

  Dear Meditor,

   We were able to obtain credit from the MFG. Someone will be in touch soon to make the arrangements with the customer.

   

  Customer Answer

  Date: 03/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** *****
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7-10-22 purchased
  Invoice #***********
  Have tried to resolve with no help from Sandys Superstore
  Filed a complaint in September because the seat cushion was already broken down. They said they would send a technician out which they did, he totally agreed with us. He said he ordered a new cushion. We called several times to check on the status and they said it was coming soon. FOUR months later, January 17, 2023 the technician came back with a one inch piece of foam and no cushion. Four months to get a piece of foam and the technician said this won’t work, , but he has to do as told. We paid $1,200 for this chair with the extended warranty which cost $240.00 and we have gotten no help from Sandy’s.

  Business Response

  Date: 01/27/2023

  Dear Mediator,

  We do apologize for not being to fix the lift chair during this tech visit.  We have reopened the service request and are awaiting notification of the part arrival.  We will contact this customer, as soon as possible, with the update.

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* *****
  

  Customer Answer

  Date: 02/08/2023

  They have not contacted us to date of what is going on.  Why are they not replacing the chair as we have had for only a short time.  I would also like the manufacturer’s  info so that I may contact them.  We bought an extended warranty from Sandy’s and this is how they take care of their customer.  Thank you! 

  Business Response

  Date: 02/22/2023

  Dear Mediator,

   The parts for the repair are in transit and we have the customer scheduled for repair on Monday 2/27/2023.

• Initial Complaint

  Date:01/17/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/16/2022, I purchased (3) pieces of power furniture from the the subject store. Furniture was purchased using 12-months same as cash on Invoice ***********. I was told (2) pieces would be delivered before Thanksgiving, but the last piece would not be in until mid-December. I was then advised on 11/18/22 that delivery was not available and I would have to pick up all pieces. I rented a U-haul truck on 12/9/22 and picked up all (3) pieces at the ****** location. Upon unpacking the items that evening, it was found we only had (2) pieces, the loveseat and recliner, that had the transformers/power unit with them. The sofa was shipped without one. Both the loveseat and recliner were in cartons, but the sofa only had foam wrapping and cardboard on one end when we picked it up. I called the store on 12/10/22 to report the issue and was told someone would be in contact. Again, on 12/17/22, I called the store and reported the issue. On 12/20/22, I was told to send pictures of the sofa and pictures of the stickers located under the sofa cushions. This information was then sent that date and I received confirmation that it was received. On 12/29/22, I received a text from them advising the part would be sent ASAP. On Friday, 1/6/23, I received a box from Big Sandy, but it was not the correct item needed to power the unit. It was a splitter cord, which will do nothing to power the sofa. I again took pictures of what was received versus what is actually needed and sent them (texted them) to the Big Sandy Repair/Maintenance no.: ###-###-####. On Thursday, 1/12/23, I received a text from the maintenance/repair department. The estimated delivery date of this item is now 4/6/23. This is NOT acceptable in any way - to wait 5 months to receive a part that should have been with the sofa. I bought (3) pieces with power reclining, but can only operate (2) of them. I am very dissatisfied and feel that this issue has not been addressed properly.

  Business Response

  Date: 01/20/2023

  Dear Mediator,

  We apologize for the inconvenience and for the customer not receiving the correct part. We are working diligently to get the customer the correct part and are attempting to get it expedited.  As soon as we have additional information, we will reach out to the customer. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** *******
  

  Customer Answer

  Date: 01/29/2023

  January 29. 2023
  
  Cincinnati Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH  45202
  
  Subject:  Complaint ID ********
  
  Dear Sir and/or Madam:

  
  I am in receipt of the response forwarded from Big Sandy Superstore regarding the subject complaint. I am extremely hesitant to believe anything from this business, as I have been told previously that resolution would be forthcoming. From 12/10/2022 to today, I have been told this problem would be corrected. Again, they advise there is an issue, but give no firm dates for its resolution. The business’ response advised they would be in contact with the customer to provide a new ship date. I have not heard anything from them. I, therefore, do not accept the business’ response to the complaint. If and when the power unit/transformer is received, will I then feel this issue is resolved.
  Respectfully,

  
  *** *******
  

  
  

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  Good morning -
  
  The subject complaint was filed against Big Sandy Superstore, corporate headquarters in Franklin Furnace, Ohio.
  
  Upon arriving home after work yesterday, I had received a ***** box from their ****** store. It was the power transformer for the sofa I picked up from this store location on 12/9/22.
  
  Per this correspondence, this matter has been resolved.
  
  Thank you for your assistance, as it was your intervention on my behalf, that FINALLY got this taken care of.
  
  Respectfully, 
  
  *** *******
  
  
  
  
  
  

• Initial Complaint

  Date:12/23/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to order a sectional sofa through this store's online process and rep name Brittney and my account ended up getting cancelled AND I was accused of fraud! When I dug deeper the finance company (*****) didn't have my updated shipping address, but the store did. After I updated and verified my shipping address with the finance company Big Sandy still refused to do business with me even after the finance company, with whom I've done plenty of business in the past, told Big Sandy that my account was legitimate! Big Sandy went as far as to LIE on ***** and said the finance company cancelled my order and flagged my account for fraud! ***** had NO record of such remarks in their notes for my account.

  Business Response

  Date: 02/03/2023

  Dear Mediator,

  Big Sandy Superstore strives to ensure that every customer is protected against potential fraud.  In this circumstance, the ***** financing at the store alerted us of the discrepancy in the address and phone number. The customer was advised that he could go to the store to provide proof of identity, but due to the distance he lives from the store, he was unable to do that. Without that, Big Sandy deemed it necessary to stop the transaction and cancelled it in it's entirety. We apologize that the customer wasn't able to go to the store for that verification, but we couldn't proceed without that.

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  I see that Big Sandy is continuing to LIE and put the blame on *****!

  ***** had no problem with my account and NEVER alerted me of ANY discrepancy. The discrepancy came from Big Sandy! When I was told of the address mix up I called ***** to resolve and thay contacted  Big Sandy to reaffirm that my account was still in good standing!

   

  I was NEVER asked to come into the store! 

   

  As for resolution, I have since found another store, also out of state, that handled my order.

  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 02/17/2023

  Dear Mediator,

  We apologize that we were unable to assist the customer, but from the previous customer response, it does appear that the customer has since purchased elsewhere.

  Customer Answer

  Date: 02/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the incompetent business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:12/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  sofa was delivered, then a couple weeks later went back it bought a dresser and a mattress talking with the sore Manager was letting him know how uncomfortable it was , service was set up came out and his words was we need to rebuild the frame to all 4 pieces for more support and more padding in the seat cushions .3 weeks later they came out and rebuild the frame to find 1 of the main side was cracked all the way across and never did anything to the seat cushion
  
  now the store wont take my calls tells me i have to talk to higher management they was to call me back on 12/19
  nothing from them ,,

  Business Response

  Date: 12/28/2022

  Dear Mediator, 

  Upon review of this complaint and doing research on it, it does appear that the customer has been able to speak with a member of higher management.  In addition, a service request has been reopened to address the support and padding for all of the chairs of the sectional.  We are working diligently to get this customer taken of, and will reaching out to get the tech visit scheduled.

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:I've gotten a call and some verbal promises.  
  Donna is Supposed to call me tomorrow  1/4 with a update when she gets back from vacation....
  She's is saying they will repair it better then new ?  Not really sure about this but agreed to let them try... 
  When asking if we can get it right can I get a discount for the 4 hours plus the 2 or 3 more hours when they come back out I've have to rearrange my schedule to be home for this 3rd service call.
   I was told to contact the store when I did Anna said she couldn't talk to me anymore and had to deal with corporate only? 
  
  
  We will see when and if I get a call tomorrow...
  
  
  Sorry for the late response..
  
  
  Thanks again 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ********
  

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  January 4, 2023 7:56 PM

  I heard nothing from her today.  Please reopen my complaint

   

   Tue, Jan 3, 2023 at 3:39 PM
  
  I've gotten a call and some verbal promises.  
  Donna is Supposed to call me tomorrow  1/4 with a update when she gets back from vacation....
  She's is saying they will repair it better then new ?  Not really sure about this but agreed to let them try... 
  When asking if we can get it right can I get a discount for the 4 hours plus the 2 or 3 more hours when they come back out I've have to rearrange my schedule to be home for this 3rd service call.
   I was told to contact the store when I did Anna said she couldn't talk to me anymore and had to deal with corporate only? 
  
  We will see when and if I get a call tomorrow...
  
  Sorry for the late response..
  
  Thanks again 
  
  
  Regards,
  
  
  
  **** ********
  
  

  Business Response

  Date: 01/12/2023

  Dear Mediator,

  Upon further review of this and in review of the request to schedule a technician so as not interfere with *** ********** work schedule, Big Sandy has decided to exchange.  *** ******* has been notified.

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  All is good and done. 

  
  

  
  

  Thanks for the help

  
  
  
  
  Regards,
  
  
  
  **** ********
  
  

• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 12th, 2022 we bought a couch from Big Sandy Superstore for $1819.72. We were told 3 weeks for delivery. It is now December 19th and we’ve received nothing. We’ve been lied to time and time again about it’s whereabouts and now no one will return our calls or inform us what is going on. This is fraud and theft and no one in that organization will do anything to remedy our nearly $2000 purchase. This is unacceptable. Please help me to either get my couch or my money back. I can’t believe this business is allowed to operate. Thank you.

  Business Response

  Date: 01/18/2023

  Big Sandy would like to apologize for the inconvenience this may have caused. After reviewing the customer's  account the purchase was a special order and those do take some time to come in. It does look like the customer is set for delivery on 1/19/23. 

   

  Again Big Sandy would like to apologize. 

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is such an abbreviated explanation. This is a 22 month long issue with getting a section of our sectional fixed when it was delivered broken. If there is any way to give you more information through an email I would really like you to see the full story. We purchased a sectional couch on 12/28/2020 after the extra warranty it was $3,281.54. When delivered on 2/17/21 a console was broken. We asked them to take it back, but he said they couldn't leave with the couch on their truck. He opened a claim to have it repaired even thought we asked to just give us a new piece. We also weren't given a cord for the electric reclining. We asked that they send us one but we were told we would have to wait until it was brought with a technician. Appt set for 3 weeks later. When my husband called to make sure they would bring a cord we were told there was no appointment in their calendar. We got an appointment for the following week. The technician shows up without a cord and a wrong piece. We call to ask them to ship us our missing cord. Their response was that it would cost us $24.99. Eventually we got our cord. It is a used cord from the show floor that I had to meet an employee in a Kroger parking lot where it was handed to me in a tied up ******** sack. Another technician comes here on 04/02/22 (16 months after receiving broken couch) and takes off the leather to replace it because he said that the stitching is crooked. You can see in the pictures that the whole piece is not level and won't connect to the other parts. He is given the wrong piece and puts the leather back on. Every month we are sent an automated text telling us that our part is still not available. On 10/7/22 My husband replied (see pictures) that we were over this and we wanted them to come get the couch and give us a full refund. Since 11/14 I've been waiting for Jada at corporate to "send a couple emails and get back to me" I've called and been told she was busy but they will email her to call me 6 times

  Business Response

  Date: 12/28/2022

  Dear Mediator,

  Upon review of this complaint and the work order, we are offering to exchange the console, as we are unsure the parts ordered will correct the issue of it being "crooked". The service department will convey the decision to the store, and they will facilitate the exchange. 

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a couch in June it is horrible I have reached out to service on multiple occasions they told me I have to shave my couch I do this weekly and a few days later it looks horrible I reached out to the location I purchased it from and they told me they could do nothing as I already talked to service and to ask service for a exchange I have 1300 in to a couch that looks like trash

  Business Response

  Date: 12/16/2022

  Dear Mediator,

  All fabrics will pill to some extent, and a fabric shaver is what we recommend to be used. While we do apologize for any discontent, pilling is not considered to be a fabric defect or fault of the manufacturer, and would therefore not be a reason that a manufacturer would approve an exchange.

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. This is beyond normal piling it is horrible I could shave it daily and it would look horrible. I spent over $1300.00 on a couch I want to throw in the trash it looks like garbage. I do not accept this couch is normal at all. And I also want to say that I have done what u said and shave it I do this once a week and the next day it just looks the same. In a good quality couch and fabric this is completely unacceptable. If I was warned when I bought it that the fabric piles I would never have purchased it. 
  
  
  Regards,
  
  
  
  **** ***
  

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My glass stove top I bought 2 years ago. I PURCHASED the five year warranty because I was told it would cover the glass top. while I was cooking the glass just cracked. Big sandy is refusing to fix it.

  Business Response

  Date: 12/15/2022

  Dear Mediator,

  The extended service contract is an extension of the Manufacturer warranty.  This range was manufactured by **, and the ** manufacturer warranty does not include the coverage of glass top. The pictures we have on file appear to show a cluster break that appears to be caused by something hitting the top and causing the break.  This work order is still open, and we will fix this with another form of payment, should the customer change her mind.

• Initial Complaint

  Date:12/13/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased furniture from Big Sandy, with delivery on October 7th. When the delivery drivers delivered the furniture, it worked... but as soon as they left and my husband sat on the couch, he reclined using the recliner electric button and instantly it sounded like the motor was broke and the couch was stuck in the permanent recline. I looked under the couch and saw a wire severed.. so it looks like a design flaw in the couch. I immediately called Big Sandy and asked them to deliver us a new couch, as it was an hour old and broken... and they refused, stating they had the part in stock and would get someone over immediately to fix it. We had a service date of October 30th, but that date came and went, and they never showed. I called and they told me they didn't actually have the part and that it would be another month until service could come out (12/9). So, they came out last Friday, and Big Sandy ordered the wrong part. I was then told by the service guy that he would have to order yet another part... and here we are again waiting on a part... with a brand-new $3600 couch that has never worked. There is no date for when the part will be in stock, nor has anyone contacted me with an update. The customer service is awful... and they're impossible to deal with.

  Business Response

  Date: 12/27/2022

  Dear *********

  While we do apologize for any discontent regarding our communication, we are at the mercy of the manufacturer for any updates on part status and arrival.  We have been working, though, on this issue and are happy that the part has finally arrived. The customer is in the process of being contacted, and will have the issue with recliner resolved as soon as possible.

  Business Response

  Date: 01/27/2023

  Dear Mediator,

  This customer's sofa is being exchanged, and therefore the work order, for the damaged product, has been closed.

  Customer Answer

  Date: 01/30/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******